Senior Engineer, Technical Support

Job Description

Key Responsibilities

• Applies systems analysis techniques and procedures to identify hardware or software problems.
• Uses operational and diagnostic procedures to diagnose and resolve issues in unique and often complex customer environments.
• Determines which tool(s) to use to resolve issues including running tests and be able to identify when deviation from the available troubleshooting tools and documents is appropriate.
• Assesses when it is necessary to engage or escalate to more senior resources to resolve more complex issues.
• Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment.
• Monitors and tracks all service calls, provides call status updates at regular intervals and communicates status to customers using Call Tracking Databases
• Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers.
• Works toward becoming subject matter expert in one or more areas
• Create content for the knowledge base through accurate case documentation

Essential Requirements

• Bachelor’s Degree (or equivalent experience) in computer science, engineering or related discipline and 3+ years’ experience in an I.T. or tech support role.
• Excellent analytical and problem solving, researching and documentation skills.
• Fluency in troubleshooting skills, methodologies and processes.
• Ability to work in a team environment.
• Experience troubleshooting and resolving hardware issues
• Experience in administration, management and troubleshooting of SAN environments.
• Experience with Cisco and Brocade switches, preferably FC.

Desirable Requirements

• Knowledge of Fibre Channel protocols an advantage.
• Familiarity with Dell Technologies products – administration and troubleshooting
• CCNA, CCNP, Brocade, Dell certifications